Resolutions Generalist, IKEA

IKEA

Location:
Australia, Tempe

Category:
Customer Service

Contract Type:
Employment contract

Salary:

27.35 AUD / Hour

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Job Description:

At IKEA, our vision is to create a better everyday life for the many people. We believe that everything we do comes with the responsibility to create a positive impact on people, society and the planet. We are passionate about home furnishing, creating a positive life at home and sharing our tasty responsibly sourced food with the many people across the world.

Job Responsibility:

Receiving high-volume inbound contacts, operating contact centre telephony and other communication systems
Providing customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience
Making use of problem-solving and resolutions techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention and brand trust
Answering all customer enquires through our different communication channels (phone, chat, email, etc.) within the set timeframes
Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records
Investigating complex cases, liaising with IKEA service providers, and assessing quality & extended guarantee related claims

Requirements:

Proven experience in a customer service role, particularly in retail or aftersales services is highly valued
Curious with strong problem-solving skills to help create innovative solutions for our remote customers
Able to demonstrate excellent written and verbal communication skills showcasing a polite and friendly manner
Good attention to detail along with the ability to remain composed when working under pressure
Have proficient computer skills and an ability to learn about all technical aspects of the IKEA systems
A team player with a ‘Togetherness’ mindset but also be also to work independently and find solutions
The drive to offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, to maximise customer satisfaction

What we offer:

Above award rates and penalty rates (including Sunday and Public Holidays)
Paid Annual Leave, Paid Parental Leave, Family & Community Leave and much more
24/7 access to our Employee Assistance Program for health and wellbeing support
15% Co-worker discount
Low-cost nutritious meals including complimentary drinks in our Co-worker restaurant
Co-worker uniform provided
Free Co-worker parking
Bonus programme (where eligible)
Benefits Membership (savings and discounts on everyday expenses, entertainment, retail and well-being offers across hundreds of retailers and service providers)
Co-worker Loyalty programme (extra contribution to your superannuation fund where eligible)

Additional Information:

Job Posted:
July 23, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Resolutions Generalist